Noise expectations
On this page
Overview
Noise is one of the biggest complaints we receive and was the topic of one of our Spotlight reports in 2022. This found that landlords were often not being effective enough in their approach, and that many simple changes could be made with great effect.
But what should landlords be doing to provide the best service possible for residents? And what should residents be doing and when should they be taking action? This page sets out the Ombudsman position.
You can also read our full reports on noise, as well as visiting our noise complaints key topic page, which rounds up all our materials on the subject including good practice case studies, podcasts and webinar recordings.
Landlord guidance
- Review practical measures that can be taken to help reduce noise issues for incoming residents.
- Evaluate the language and terminology currently used and cross-reference it with the examples in our Spotlight report. Are some of your current terms possibly inflammatory? Such as perpetrator for non-Anti-Social Behaviour (ASB).
- Impact and risk-based approach to noise, rather than a focus on what type of noise.
- Distinguish between what is a noise complaint and what is a complaint about ASB and respond accordingly.
- Ensure your policies on noise, ASB and good neighbourhood management are clear, realistic, achievable and enforceable.
- Communicate timescales and manage resident expectations regarding these and any delay.
- Consider relevant reasonable adjustments as part of your approach to noise.
- Ensure you know which partner agencies and services could be beneficial to residents and signpost/refer. Apply for any relevant grants where appropriate if you need further help.
- Consider working with the local authority noise nuisance team (if one exists) as they can often provide equipment to help.
- Use data and insights to target areas where an increased staff presence would be most beneficial.
- When responding to a noise complaint, often landlords are not clear about providing information on the ASB/noise case itself and the subsequent complaint about the handling of the matter. One is the ASB/noise nuisance case reference and the other may be the complaint reference (regarding the landlords handling of the case). Often the 2 get intertwined and it can become unclear for the resident.
Resident guidance
Read the above landlord expectations and hold them to account against these.
- Residents should expect to work with the landlord to gather evidence or examples of the noise they are being disturbed by. The landlord ought to have various methods available but all will require some engagement from the resident and without this the landlord cannot properly assess the noise and determine the most appropriate solution.
- Your noise complaint, and how it is affecting you, should be taken seriously, regardless of whether is deemed ‘every day’ noise, low-level noise.
- Landlords should consider practical measures they, or partner agencies, could provide you in order to make the noise more manageable for you e.g. noise cancelling headphones.
- The landlord should get the property ready for you before you move in and take all reasonable steps to reduce the risk of noise.
- You should be provided with different ways to raise a noise complaint.
- Landlords should maintain accurate records about your noise complaint or concern.
- They should inform you of the timescales you should expect your complaint to be addressed by, and keep you updated.
Helpful Links
Helpful information for residents
Reporting a problem
Making sure that you tell your landlord about the problem in a timely way and providing the right information might help your landlord to resolve the issue sooner.
How to complain to your landlord
Discover how to let your landlord know if things have gone wrong in your home and how to make a complaint if you are unhappy with how it has handled a report you have made to it.